Abstract
We investigated the effects of service quality and opportunistic behavior on customer trust, customer share and future intention in an integrated model. Empirical results indicate that trust has significant positive impact on both customer share and future intentions. The influence of service quality on customer future intention is direct, significant and positive, but its impact on customer share is mediated by customer trust. Opportunistic behavior has a direct, significant negative effect on customer share, but its effect on customer future intention is mediated by customer trust.
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